Complaints

This profile includes complaints for Evo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Evo

  3500 Stone Way N Seattle, WA 98103-8924

• 

  Evo

  200 SE Mlk Jr Blvd Portland, OR 97214-1110

• 

  Evo

  860 N Broadway Denver, CO 80203-2743

• 

  Evo

  660 S 400 W Ste 300 Salt Lake City, UT 84101-2468

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a return back and have been getting the run around on our refund. I have contacted them 4 times over the last couple months and get passed to the next person with a different answer. All we want is the defective item replaced.

  Business Response

  Date: 04/08/2025

  We apologize for this experience and for the delay you encountered. While we understand that you returned skis and bindings (initiated on 2/12), unfortunately our warehouse has not been able to locate the skis. The only tracking number we were provided shows delivery on 2/21, however the shipment weight is shown to be 3lbs. which would seem too light to include the skis. We have initiated an investigation with *** and as of yesterday processed a refund for the skis and bindings in the amount of ****** (purchase price plus tax paid). Again we are really sorry that this purchase experience did not go more smoothly. Please let us know if we can help further.

  Thank you,

  Justin 

  Customer Answer

  Date: 04/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered from curated on 2/6/25 and bought Union Force Snowboard Bindings 2025 for $262.93. I returned the item on 2/19/25 because it was not the right size. I checked the tracking and it was delivered to them and waited a couple days to contact. However after calling, emailing and chating through their website, i got no response. It has been a week and still havent heard anything. I just want a refund for my return item.

  Business Response

  Date: 03/04/2025

  While we are sorry to hear about this experience, however it seems you have filed a complaint against the wrong business. Your complaint states you purchased bindings from Curated (***********). We are evo (evo.com), and have no affiliation with Curated. I checked our records and cannot find an purchases from evo associated with your name or email address.

  Please let me know if there are any other details.

  Thank you,

  ******

  Customer Answer

  Date: 03/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Pail Ngu

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased ski boots on 1/28/25. Decide to return it on 2/5/25 because it didnt fit me. The order #********W and return tracking #1Z8686999092486461. They claimed to not have received my return and refuse to give me my refund back. I contacted many time and they say to wait and wait.

  Business Response

  Date: 02/26/2025

  We sincerely apologize for the time and energy that have had to be put into this issue. Unfortunately the boots that were returned **** tracking 1Z8686999092486461) were not delivered to our warehouse address (******, **) and instead show delivery to ******, ** on 2/12/25.  We have opened an investigation with *** and at this time still do not have resolution.

  Despite that, we understand you have waited nearly 2 weeks and wish to get this resolved. Earlier today we processed a refund for $675.58, which is the amount due after the return ship label charge. Please see attached refund confirmation.

  Again, we are very sorry about the delay and sincerely appreciate your understanding.

  Best,

  ****** ********
  evo Customer Care

  Customer Answer

  Date: 02/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Evo full prive for a new snowboard a few months back. After using the board only a few times the topsheet began peeling and lifting off the edges. The board was and is under manufacturer warranty. The first time I told evo and submitted the required form they said i needed to repair it myself. After taking it to two board shops i followed up again because both said this was manufacturer defect and evo finally submitted the warranty claim to ***** (***** makes the board). I was told that a replacement was ready to send *** that as soon as i sent the samaged board and it was confirmed per tracking the new board would be sent out to me ASAP. The damaged board was delivered to ***** early on Wednesday and today is Friday. I let Evo know right away and received NO responses whatsoever when i asked when ***** would be sending the replacement. Yesterday i followed up with evo again and received no response again. Today (Friday) i followed up yet again and have not heatd back yet again.Evo needs to get a replacement board sent out either themselves or by ***** y and they need to communicate promptly that they are doing that.It is not right to take nearly $500 from me and not honor the warranty as applicable and communicate a accordingly in a timely fashion.

  Customer Answer

  Date: 04/22/2024

  I want to cancel this complaint. I received a replacement snowboard today and thats all i wanted.  i do not need anything else from evo. 

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company did not refund me for all of my returned items. They have been slow to respond to me in getting this sorted out. Then they gave me a partial refund and did not reply to my emails. See below for more info. I placed an order for a total of $762.43 at Evo.com. This order was shipped on 11/16/23. The order number is #********W. I ordered 7 items in total for this order. I then returned 5 out of the 7 items in this order at the end of December. According to the tracking info for my return package as well as an email confirmation from Evo, my return package arrived at their facility on Jan 4, give or take one day. By Monday the 8th of January, they had not yet issued any refund at all. When I inquired about this via email, they stated that two of the indicated returned items were not found in the box. They stated the refund would not be processed until every item from the initiated return was received. I responded to this email and confirmed that all of the returned items (5) were present in the same box and no other box was en route. The next day, they sent a short email stating they would look into this. I said thank you I eagerly await your reply to get to the bottom of this. I did not receive any correspondence with them after this. Later that day, I received an automated email stating that my refund was processed for 4 out of the 5 items that I returned. All of this is very concerning as initially I was told that two of the stated return items were not found in the return package. But then my return was processed without further correspondence, suddenly this item seems to have been found by them, leaving only one missing item. I guarantee that this missing item that I was not refunded for was contained within the same return package as the rest of the return items for this order. How come two return items were stated as missing, and then I was refunded for one of them? Did Evo suddenly find one of these items? If so, where is the other one?

  Business Response

  Date: 01/23/2024

  We sincerely apologize for this less than ideal experience.  I can see you created a couple different returns for 14063053W, and also had returns associated with another order returned along with 14063053W.  While this is all completely acceptable it can add some time to processing.  Following the holiday buying season, returns become very common and processing times lengthen.  We sincerely appreciate your patience as we worked through this.

  As of 1/11, it appears to me that we have refunded you in full for all items that were returned.  If this is not the case please let me know and I will immediate look into the issue.  Thank you so much for your business!

  ********************************* ************* Manager
  *******************************************************

  Customer Answer

  Date: 01/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  additional info: I had actually cleared up this issue with Evo already, but was unable to close out this request.

  and to be very clear: The issue was not processing times. It was that my return package was received and processed and then I was only partially refunded because I was told that several items were missing from this box. Not processing all the items in one box is absolutely not related to delays or staffing issues. It is negligent processing. Because you finished processing it and told me things were missing. Thanks for looking into it after I reached out several times and finding these items. Have a great day. 

  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  File Against: Evo.com Date of Complaint: 2024-01-16 Name: ************Complaint Category: Product/Service Problems Nature of Complaint:I am filing a complaint against Evo.com for their refusal to exchange a pair of incorrectly sized snowboard bindings purchased on: 12/09/23. (Order Number: 13114351W)Details of the Issue:My wife ordered a pair of ****** Step On bindings in size XL on 12/09/23 through Evo.com. After mounting to the snowboard, I immediately realized they were the wrong size and would not fit my boots securely. I contacted Evo.com customer service on 1/16/24 to request an exchange for the correct size. Unfortunately, Evo.com refused my request for an exchange, stating that the bindings could not be returned or exchanged because they had been mounted to the snowboard and would be considered "used gear."I find Evo's policy regarding mounted bindings to be unfair and unreasonable for the following reasons:I was not informed at the time of purchase that mounting would void the return or exchange policy. There was no warning on the website, order confirmation, or product packaging.The manufacturer's mounting requirements should be posted in plain sight or Evo.com should offer a disclaimer about sizing requirements. Mounting is a necessary step for using most snowboard bindings. Denying returns simply because the bindings have been mounted essentially forces customers to absorb the cost of the mistake (incorrect size) even though they would still be considered "new."Desired Resolution:I request that Evo.com honor my request for an exchange and provide me with a pair of Step On bindings in the correct size. Alternatively, I would accept a full refund for the original purchase price of the bindings, including any applicable taxes and shipping charges.

  Business Response

  Date: 01/23/2024

   

  We sincerely apologize for the misinformation that had been provided to you.  Your situation absolutely allows for a return of these bindings.  We hire many seasonal staff during the winter and sometimes people make mistakes, which is what happened here.  I believe we have reached back out to you and as of 1/17 have helped to facilitate a return.  If there is anything more we can do to assist, please don't hesitate to reach out to me directly.

  Thank you for your understanding!

  *********************************** ************* Manager
  *******************************************************

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21154775
  
  I am rejecting this response because: Despite sending the item back on the specified return date of 1/17/24 (tracking number provided), I have yet to receive confirmation of my return and the exchange promised on 1/17/24 by EVO has not been processed. Proof of delivery states item received 1/24/24. I have contacted the customer service department, but the issue remains unresolved. EVO has not processed my return in a timely manner and is causing significant inconvenience. I would appreciate assistance in expediting the resolution of this matter. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/05/2024

  
  
  We apologize for the processing time on our end.  We receive a lot of returns during this time of year and at times there can be delays between the date in which something is delivered and our ability to process the return.  It seems you chatted with our staff on 1/26, 1/30 and 2/2 about this.  I am including the transcript from 2/2, in which we confirm the requested gift card would be sent within a couple hours.  It appears that card was in fact issued and has now been used on a new order that same day.  (Order ID **********.

  Again we are very sorry about the confusion and that this process was not smoother.  If there is anything I can do to assist further please don't hesitate to reach out to me directly.

  *****************************
  Sr ************* Manager
  *******************************************************

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Full timeline and supporting documentation in attachments. Start at DefectiveLine.docx Ordered and received skis from evo.com on November 6, 2023 Top sheet started delaminating after 5 uses as shown in pictures and reported on Dec 27. Evo claimed at this point it was not delamination and cosmetic.Top sheet and tail delamination continued. With no structural support the top sheet is flimsy and basic usage (skiing switch) damaged it further. The delamination continued to the point where the metal edges started separating as shown on Jan 10. Evo claims this was from a strike.

  Business Response

  Date: 01/23/2024

   

  Differentiating between manufacturing defects and damage that is the result of impact or use not covered by warranty can be difficult.  We had genuine concerns that the damage shown was not the result of a manufacturing defect.  As such we passed this off to Line Skis to make the final decision.  They used their discretion and have chosen to cover the damage.  Once the skis are destroyed in accordance to their instructions we will be processing a refund.

  We sincerely apologize for this experience, as we know dealing with a product that cannot be used for any reason is not enjoyable.  Please let us know if there is any way in which we can help further.

  Customer Answer

  Date: 01/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a bicycle (RA13353136W) because of cosmetic damage/defects and was informed that I would be refunded for the shipping and return fee for the item. I am now being told by this merchant that they will not be refunding the shipping and return fee because it was not noted when the return was setup, which is not my fault. I expect more from this company given their reputation. I am very disappointed that a $99 return fee and $69 shipping fee won't be credited back in good faith and I don't think I can continue being a customer given the low level of customer service and ***** arguing from the customer service representatives. They have been combative and seem not to care about me as a customer. I have NEVER had this type of experience with REI or Dicks. Stay away!!

  Business Response

  Date: 10/31/2023

  We feel confident that *************************** has attempted to defraud evo.  There are two orders via two separate but related accounts, both of which have had suspicious behavior.  Both accounts used the same payment card and shipping address, but names, emails and phone numbers provided are different.

  Order 1, 13339317W. Two helmets ordered by *************************** on 8/31.

  Order 2, 13353136W. A bike and helmet ordered by ******************* on 9/2.   

  Returns were set up for both orders and all items on 9/5, despite the bike in question having not yet been delivered.  One helmet from order 13339317W was returned 9/14, but the other was not.  Customer initially claimed both helmets had been returned, but later confirmed on had been kept.  The helmet associated with order 13353136W was returned, but without the bike on 9/18.  On 10/2 Customer claimed the bike had not been delivered, however we were able to confirm it was delivered and signed for by *************************** on 9/8.  Customer later found the bike and returned it but is now claiming it was returned for damage.  We have inspected the returned bike and found no such damage.  

  evo has attempted to contact **** and ***** via the phone numbers provided, however neither appear to be in service.  Emails have also gone unanswered.  At this time we do not feel any additional compensation is required.  

  Thank you.

• Initial Complaint

  Date:08/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out to address an issue with my recent order from evo.com and to formally request a refund of $168.23.I placed an order on February 16, 2023, with the order number 12134191W. Upon receiving the items, I found that they were either the wrong sizes or colors. Consequently, I returned them to the evo.com warehouse, and the return package was confirmed delivered on February 28, 2023.Despite my efforts, evo.com has not yet processed my refund. I've made attempts to resolve this by contacting your customer service, but as of today, I have not received any refund or satisfactory resolution.Enclosed, please find the attached order receipt for your reference. I kindly request your help with contacting EVO and have the full amount of $168.23 credited back to my credit card at their earliest convenience.Thank you for your prompt attention to this matter. I anticipate a swift and positive resolution.

  Business Response

  Date: 08/23/2023

  ************* placed order 12134191W for 4 Patagonia items on 2/16/2023.  The total of this purchase was $168.23  A return (RA12134191W) was set up via evo.com on 2/24/2023 for 3 of the 4 items.  The total for the items to be returned was $113.56.  Upon receipt of the return, our warehouse noted that the items returned did not match any of the items we had sold and shipped on order for 3 of the 4 items 12134191W.

  ************* emailed us on 3/28/2023 to ask about the status of the refund.  At this time we explained that none of the items returned to us matched the items we had sold and asked for clarification, however we received no response (see attached).

  Many months have now passed and we still do not know how or why the items returned do not match those that had been sold.  That being said, we would like to get this matter resolved and are willing to proceed with a refund of $113.56, which is the total of the items that were indicated as having been returned (which is the amount specified on RA12134191W, see attached).

  Thank you.

• Initial Complaint

  Date:01/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  EVO has denied me rewards points that are earned by spending money with them, Per their rewards program customers earn one point per dollar spent, I have placed two orders with this company and only received rewards points for the first order, Order 1- #********W I earned points for, Order 2- #********W I have not been credited the over 500 rewards points, which would put me into the next tier of their rewards system which would earn me additional points, I have made several attempts to contact evo all them telling me it will be 3-4 days, once 7 days, it has been 2 months now, These rewards points are used to dollars off purchases, EVO has essentially stolen over a hundred dollars from me.

  Business Response

  Date: 01/13/2023

  Our membership program was new in November and it's launch has not been without some challenges.  We don't know why one of the orders in question didn't apply point to your account correctly.  We have investigated internally and with our program partners, but have repeatedly been unsuccessfully in getting that order to properly sync.  Ultimately we were able to "trick" the system to apply the appropriate points and adjust the tier status.

  We understand that this experience and delay was frustrating.  It was completely unintentional and we apologize for the pain it has caused.  We have gifted another 300 points ($30) in rewards and offer a sincere apology.